RMA Coordinator
Location: US, CA, San Mateo
Employment type: Full-time
Required experience: Entry level
Required education: Bachelor's Degree
Industry: Consumer Electronics
Function: Customer Service

Company profile:
Tile is one of the most successful crowd-funded campaigns in history and is building the world’s largest lost and found. Tile uses a "sharing economy" model to help people simplify their lives and save time by being able to know the location of their most valuable things at any time. Currently available in 32 countries, Tile continues to bring best-in-class performance in lost and found technology to its growing community of users. Tile is based in San Mateo, California, and we’re looking for more superstars to join our fast growing and venture backed team. You can learn more at #URL_6cfb2b10493b708c723bdd5df9fea83934769d593ea2e2916cc7dc1cd8c6db88#.

Job description:
The RoleThe RMA Coordinator will play an essential role in the Customer Success team. This position reports to the Customer Success Manager and will have full responsibility of the RMA process. The RMA Coordinator will be responsible for receiving product returns, analyzing the issue, and performing post return analysis. Ideally, this candidate is a self-starter, driven, customer oriented, able to follow and develop processes, and is willing to wear multiple hats. This candidate also knows how to balance working hard meeting deadlines and having a good time with the team.ResponsibilitiesEnsure a high level of customer service is delivered to all customers, in accordance with the Customer Support RMA Team's objectivesHandle the day-to-day RMA Receiving activitiesMake sure the RMA process flows smoothlyWork with Quality Assurance team for failure analysis reportMaintain daily productivity / workflow reportsAssist Customer Service with RMA Authorization processing as neededResponsible for issuing RMAs based on Customer Success return guidelinesHandle day to day issuing and reconciliatory RMA activitiesWork closely with internal departments such as Operations, Customer Service / Technical Support, Quality and Engineering as requiredMaintain, review and update process documentation on a regular basis; Creating new documents as requiredReview current processes on a regular basis and implement new processes as required

Requirements:
Associate degree or proven related experience desired1 year of experience as logistics and/or customer service professionalStrong familiarity in Microsoft OfficeUnderstanding and adherence to Support / Operations Best Practices is a mustExcellent written and verbal communication skillsMust work well in an fast-paced environment with dynamic requirements and prioritiesAttention to detail and committed to managing problems through resolutionBeing adept with MS Office tools such as Word, Excel and Outlook is necessaryExperience with ERP systems such as NetSuite is a plusReturn or Warranty administration experience for a hardware vendor would be useful

Benefits:
Own equity in Tile. Every employee is a stakeholder in our future.Work with talented, collaborative, and friendly people who love what they do.Tremendous career growth opportunities as the team rapidly expands in 2015/2016Participate in company wide events such as team lunches and outingsOn-site gym accessUnlimited vacation daysReceive the benefits of comprehensive health insurance, dental insurance, and vision insurance, 401K, and pre-tax commuter deduction.